Terms of Service
GENERAL TERMS AND CONDITIONS OF DHL SOLUTIONS GMBH FOR THE DHL FAN SHOP
As of February 2026
§ 1 Scope
(1) These General Terms and Conditions (GTC) govern the sale of DHL promotional materials and fan merchandise (hereinafter also referred to as "goods") by DHL Solutions GmbH, Heinemannstraße 11-13, 53175 Bonn (hereinafter "DHL") via the DHL Fan Shop. Sales are made exclusively to natural persons who, when placing an order, are acting in their capacity as consumers, hereinafter referred to as "customer". Payment processing is handled by PayPal (Europe) S.à rl et Cie, SCA, 22-24 Boulevard Royal, L-2449, Luxembourg (hereinafter: "PayPal/Braintree").
(2) Any differing terms and conditions shall not apply, even if DHL does not expressly object to them.
§ 2 Conclusion of Contract
(1) By placing an order, the customer submits a binding offer to purchase goods from the DHL fan shop. DHL may confirm receipt of the order by sending an order confirmation. Such an order confirmation does not yet constitute acceptance of the offer by DHL. The contract for the ordered goods is concluded upon acceptance of the customer's order by DHL. DHL may declare acceptance either by dispatching the goods or by sending an order confirmation within 10 working days.
(2) DHL is free to accept or reject an order.
§ 3 Right of withdrawal for consumers
Cancellation policy
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
To exercise your right of withdrawal, you must inform us (DHL Solutions GmbH, Heinemannstr. 11 – 13, 53175 Bonn, Tel.: +4922829974000, E-Mail: Fanshop@dhl.com ) of your decision to withdraw from this contract by means of an unequivocal statement (e.g. a letter sent by post or an email). You may use the attached model withdrawal form, but it is not obligatory.
To meet the cancellation deadline, it is sufficient that you send your notification of exercising your right of cancellation before the cancellation period expires.
Consequences of the revocation
If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (excluding any additional costs incurred if you chose a delivery method other than our cheapest standard delivery option), without undue delay and no later than fourteen days from the day on which we received your notification of withdrawal. For this reimbursement, we will use the same payment method that you used for the original transaction, unless expressly agreed otherwise; in no case will you be charged any fees as a result of this reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You must return the goods to us or to [insert name/contact details of the person authorized by you to withdraw from this contract] without undue delay and in any event no later than fourteen days from the day on which you notify us of your withdrawal from this contract.
Deutsche Post AG
Central Mail Warehouse / Promotional Items Department
Angerstraße 1
99428 Grammetal
to return or hand over the goods. The deadline is met if you send the goods before the fourteen-day period expires. You bear the direct costs of returning the goods. You are only liable for any diminished value of the goods if this diminished value is due to handling of the goods beyond what is necessary to ascertain their nature, characteristics, and functioning.
§ 4 Availability
If an item is unavailable, the customer will be informed of the unavailability during the ordering process and the order cannot be processed.
§ 5 Delivery/Transfer of Risk
(1) The customer bears the shipping costs for their orders. Different regulations may apply to individual services, which will be expressly indicated during the ordering process.
(2) Ordered goods will only be shipped within Germany.
§ 6 Prices and Billing
(1) All prices are gross prices and include VAT at the applicable rate, unless otherwise stated for individual goods. The customer must pay the fees agreed with DHL using one of the payment methods offered. The prices applicable are those displayed in the DHL fan shop and on the order confirmation at the time of ordering.
(2) DHL may issue an invoice to the customer for the services or goods provided. The customer agrees to receive invoices in PDF format at the specified email address. The invoice amount is due and payable to PayPal/Braintree via the payment method selected through the payment provider PayPal/Braintree.
(3) If the customer defaults on payment, the statutory provisions shall apply.
§ 7 Retention of Title
(1) DHL or the relevant third parties for whom DHL sells the goods retain title to all goods delivered by DHL to a customer until final and complete payment for the delivered goods has been received. In the case of direct debit payments, DHL or the relevant third parties for whom DHL sells the goods retain title to the delivered goods until the expiry of the objection period applicable to direct debit payments.
(2) Insofar as DHL replaces goods under warranty claims, the transfer of ownership of the replacement goods shall be subject to the condition precedent that the customer returns the goods to be replaced or – if he is unable to do so – provides compensation for the value if the legal requirements are met.
§ 8 Claims for defects
(1) If there is a defect in the delivered goods, DHL shall provide subsequent performance at the customer's option by remedying the defect or by delivering a replacement item free of defects.
(2) If the legal requirements are met, the customer may assert further claims for a reduction of the purchase price (abatement) or rescission of the contract, as well as claims for damages. Damages may only be claimed under the conditions of Section 9.
§ 9 Liability
(1) Claims for damages by the customer, regardless of the legal basis, as well as claims for reimbursement of futile expenses, are excluded unless the cause of the damage is based on a grossly negligent or intentional breach of duty or on at least a negligent breach of essential contractual obligations (cardinal obligations). Cardinal obligations are those whose fulfillment is essential for the proper performance of the contract and on whose compliance the contractual partner may regularly rely, and/or obligations whose breach jeopardizes the achievement of the purpose of the contract. In the case of cardinal obligations, liability is limited to the amount of the typically foreseeable damage.
(2) The foregoing limitation of liability shall not apply to damages resulting from injury to life, body or health, in the case of liability under the Product Liability Act or where DHL has exceptionally assumed a guarantee.
§ 10 Prohibition of Assignment, Set-Off and Retention
(1) The assignment of rights arising from contracts for the shipment of goods and the transfer of these contracts in their entirety by the Customer require the prior written consent of DHL.
(2) Set-off or retention against claims by DHL arising from these contracts or related non-contractual claims is only permissible with due counterclaims that are undisputed, legally established or ready for adjudication or that are based on defects in the underlying performance.
§ 11 Other provisions
(1) The customer shall immediately notify the following email address of any changes that affect the performance of the services (e.g., change of the deliverable home address) and the contractual relationship (e.g., change of name): Fanshop@dhl.com .
(2) All legal relations between the contracting parties shall be governed by German law, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG). With respect to a consumer, this choice of law shall only apply to the extent that it does not restrict any mandatory legal provisions of the state in which the consumer has their domicile or habitual residence.
(3) General information obligation pursuant to Section 36 of the Consumer Dispute Resolution Act (VSBG): DHL does not participate in dispute resolution proceedings within the meaning of the VSBG in connection with the products and services that are the subject of the contract.
(4) DHL will notify the customer of any changes to these Terms and Conditions in an appropriate manner. Unless the customer objects in writing (e.g., by letter, fax, email, or postal order) within one month of receipt by DHL, these changes will be deemed accepted. DHL will specifically draw the customer's attention to this consequence when notifying them of the changes.